As part of your implementation of the session attribute search of the Search database, you should restrict access for cxReveal users to only use search templates of cxReveal type. These search templates can only access the Search database and therefore improve search and retrieval of customer sessions in the Call Center.
Note: Use the Search database for immediate and efficient searches for sessions. Searching for sessions through the Canisters should be reserved for generalized searches that cannot be easily satisfied by session attribute search.
- Login to the Portal as a Tealeaf administrator.
- From the Portal menu, select Configure > Search Templates.
- For each Active, Completed, and All Sessions search template, do the following:
- Select the template. Click Edit.
- In the Search Type drop-down, check the value. If it is a
cxRevealsearch template, click Cancel. Skip to the next template. - If it is not a cxReveal template, it is a cxImpact template. cxReveal user groups should not be allowed to use cxImpact search templates. Complete the following steps:
- Click Cancel.
- In the Templates panel, click Permissions.
- Deselect checkboxes next to the cxReveal user groups. By default, the Portal is installed with two cxReveal user groups:
cxReveal AdminandcxReveal User. - Click Save.
Members of the deselected user groups cannot use the search template.
- Repeat the above steps for each search template.